FAQ

Lucy's Cake Shop has the ability to
offer many styles and sizes of cakes from a cupcake all the way to a cake that
covered the steps of the Capital in Austin, Tx.(insert photo)

We bake standard size sheet cakes
and small double layer round cakes in White Vanilla and Devils Food Chocolate
everyday however if you would like us to bake a special shape, size or flavored
cake please contact our counter staffs so we can let you know what the
availability will be on our type of cake.Please keep in mind that seasonal demand may limit how we may be able to
respond to your request.

It is never too early to place your
order.Once you have all the information
and you know the approximate number of guest you will be having just call us at
210 673 5965 to place an order.Our knowledgeable staff will let you know if your
order will require an additional action on your part. This is especially
important when it comes to decorations which either have to be made or ordered
to have for your event.Some products
may experience high demand such as children s' movies or cartoon character shows
which can become sold out and difficult to reorder due to the popularity of the
product.

If you are needing
a cake on short notice, just call us and we will work with you to get a cake
for your special occasion.Please keep
in mind that orders placed on short notice may be limited in flavor, size and decorating.There are many things we can do to help on
Same Day Cake Orders.

How much do cakes cost?

There are several factors which go
into the pricing of a cake.We base the
price on the flavor of the cake we are baking for you, the filling type you may
require and the icing which you may have on your cake.In Addition to the price we then need to know
what your decorating requirements are for your cake so that we may finish
pricing the cake.The more labor which
is used in the making and decorating of your cake, the higher the cost will
be.Our knowledgeable counter staff can
price out most standard cakes over the phone.For specialty designed cakes you may need to visit our location at 2030
SW Loop 410 where you will need to speak to one of our consultants about more
complex designs. Our least expensive
cake is a white vanilla bread with one of our 4 basic
fillings and using white butter cream icing.

Can I have more than on flavor
of bread or filling in my cake?

Yes, it is possible to have more
than one flavor in a cake.This will
mostly apply to sheet cakes. We offer white vanilla and chocolate for our
traditional Half n Half cakes.(Please note that when a half n half cake is
ordered there is a possibility that your cake may develop a depressed linear
area in the icing right where the cakes come together). On just two of our
sizes is it possible to get flavors other than white of chocolate. Please keep
in mind that half n half cakes whether they are standard flavors or special
flavors, additional charges will apply to produce them for you. Visit Cake
Flavors, Fillings and Icings

As far as Double Layer Round Cake
go, we do not offer the half n half bread but we do offer you the option to
have 1 layer in one flavor and another flavor on the second layer.

Copyright and Trademarked
intellectual property.

Because we are selling our cakes to
you, we are bound by Copyright and Trademark Law. This means that any character
that is trademarked, like Mickey Mouse and Minnie Mouse and most other
characters from popular TV shows and movies are off limits for our bakery to
reproduce unless we have written permission from the owner of the copyright or
trademark. This permission would need to come in the form of a written letter
on the owners corporate letter head and clearly stating that they will Hold
Harmless Lucy's Cake Shop, Inc for violations of their copyrights or trademarks
in the production of the cake order you are requesting.The letter must be signed and contain a phone
number to the Copyright Attorneys Offices which handle their Copyrights and
Trademarks filings. This letter would need to be received by us no less than 2
weeks prior to the pickup of the order.No exceptions.

You may say that you see lots of
cakes with copyrighted characters drawn or shaped on the internet. The reason you
see them online is because many of these cakes are being produced by home
decorators for their families and friends and are not being resold to the
public. We are not allowed to make money from someone's intellectual property.

This also applies to professionally taken
Graduation, Sports or Portrait Studio photos which are considered intellectual
property and will need a release from the studio before we can accept them in
our stores.Your photo must be
accompanied with a printed out release which we are then required to keep on file.

We try to have a wide variety of
“licensed toys” available to create the theme for your order. We will create a scenery to reflect the theme and compliment the toys Just
contact us and ask if we have what you may be looking for.

What is an edible image and do
you use them on your cakes?

Edible image are used 2 different
ways on our products at Lucy's Cake Shop.The term EDIBLE IMAGE usually applies to edible pictures of cartoon
characters and such which are produced by licensed vendors such as Bakery
Crafts, Deco Pac and Luck's Edible Images. These are approved vendors who have
paid a licensing fee to reproduce artwork and sell edible pictures of the
cartoon characters to cake shops like us.These images are usually about 7” in size whether it be
a circular or square shape.THEY DO NOT COVER
THE TOP OF YOUR CAKE.

SINCE THE OWNERS OF THE COPYRIGHTED
MATERIAL CONTROL THE ARTWORK OF THESE CHARACTERS, THEY CAN CHANGE THEM AT ANY
TIME WITHOUT NOTICE WHICH MAY CAUSE US TO USE A DIFFERENT PIECE OF ARTWORK ON
YOUR ORDER THAN THE EXAMPLE WE MAY HAVE SHOWN YOU.THE NEW ARTWORK WILL BE ABOUT THE SAME THEME,
HOWEVER THE PICTURE WILL BE DIFFERENT........WE HAVE NO CONTROL OVER THIS !

The second way we use edible
pictures is when you bring in one of your personal photos or drawings and you
want it on your cake. The standard size material used to do this is about 7” x
9”.Not everybody's picture will fill
that area but we will make it as large as we can given
the other decorations or parameters we are forced to work within on your cake.
AGAIN THIS EDIBLE PICTURE WILL NOT COVER YOUR CAKE, ONLY PART OF IT.For more information about how your edible
picture will look on your cake, please ask our counter staff.For larger specialty cakes which require
larger pictures on the cake, please contact us we may be able to order special
personal images for extra large cakes however this process takes several weeks
to receive the produced images.Personal
image cake does require either a full payment or a significant deposit at the
time of the order.

Can I bring in artwork to have
placed on a cake?

Yes and possibly, no.Because we are selling our cakes to you, we
are bound by Copyright and Trademark Law. This means that any character that is
trademarked, like Mickey Mouse and Minnie Mouse and most other characters from
popular TV shows and movies are off limits for our bakery to reproduce unless
we have written permission from the owner of the copyright or trademark. The
reason you see them online is because many of these cakes are being produced by
hobby bakers for their families and friends and are not being resold to the
public. We are not allowed to make money from someone intellectual property.

This also applies to professionally taken
Graduation, Sports or Portrait Studio photos which are considered intellectual
property and will need a release from the studio.Your photo must be accompanied with a printed
out release which we are required to keep on File.

For all other artwork, If you are bringing in a photo of a cake which has a design
on it then this may not work.We will
need the camera view of the artwork to be straight above the artwork and not
from an angle. This way the drawings will come out straight and not skewed and
distorting the look of the design.Coloring
book type of artwork works very well because of the bold lines they have.You can even bring us invitations which are
in the public domain which will allow us to redraw them.If you are not sure then just ask our counter staff, they might even be able to offer a
suggestion to a piece of artwork we have on hand that may work in your
situation.

Can I Email a picture to you
of what I want on the cake?

Yes, our email address is
“cakes6735965@att.net”.When you send
photos please be sure to send them as Jpeg files, our software will only read
graphic file formats and Jpeg is the most popular and readily available on most
software.Please remember that
Copyright and Trademarked pictures are usually not acceptable (See Copyright
and Trademarked Restrictions).Additional Charges do apply for using this service.You are welcome to bring in the artwork at
the time of your order if you prefer.

Please include in the body of the
email the following information so that we may assist you;

The date you need
the cake. The Last Name your cake was ordered under. The size cake you want to order. If you have
not already placed the order with our counter staff then we will need to know
that also.

Do you use Rolled Fondant
Icing on your Cakes?

We do not ice or cover
our cakes with Fondant icing; instead we ice our cakes using butter cream,
cream cheese or even whipped cream icings.This is due mostly because of the poor taste quality which the consumer
associates with fondant icing. We do however use fondant to create special
accent pieces which complement the decoration or design work we create on a
cake.

How do I place an order?

You may call one of our locations
which is convenient for you to place simple orders or
to purchase cakes seen on our web site.You may call our SW Loop 410 location at 210 673 5965 and speak to one
of our counter staff or you may contact our location at 210 923 8803. Please be
aware that there are different times for picking up orders at these two
different locations.

For more complex orders we ask that
you visit our location at 2030 SW Loop 410 where we have a more experienced
knowledge based staff to assist you with your creation.

Can I order online?

Due to the custom nature of cake
orders and the many specialty details in creating a special order cake for you,
we are just unable at this time to accept orders online.Please contact us either by phone or by
visiting one of our locations. You may send us information about your order
such as artwork or photo but if you have not heard from us within 48 hours
please call us because we may not have received your E-mail.

Do you require full payment or
a deposit at the time of the order?

You may order our basic white or
chocolate cakes with very simple flowers or confetti and streamer decorations
and we will not expect you to pay us at the time of the order. On other orders however, when we move from our
standard size and flavor cakes to multiple cakes and cakes with more detail
then we will ask that either the cake be paid in full or a significant deposit
be paid on the order ( these deposits usually are greater than 50% of the value
of the order).We are setup to accept
payment at the time of the order or when the cake is picked up.If you are trying to pay for a cake the day
it is in our production area, then we will not be able process a payment on
them until the next day which is the pickup day.This is because there is only one copy of
your order moving throughout the production area along with 100's of other cakes
so it makes it almost impossible to locate your cake until it comes out of
production for boxing.

How far in advance do I need
to place an order?

We make every attempt to handle
orders for our customers no matter if they order a month in advance or the same
day. With that said we are sometimes limited to how quickly we can get you an
order or how detailed the order may be.Many times during the year we experience seasonal rushes which limit how
many specialty cake orders we can accept.If you order early then we can promise to get the size, shape, flavor
and decoration you require for your cakes.Cakes ordered with less time will be handled on a case by case basis as
to whether or not we can accept them or to what degree of decorations we can
make for your cake.

What if I need to change my
order or cancel my cake order?

We understand that a situation may
arise for which you have no control over and you may need to modify your cake
order. If it is possible we will do what we can to assist you with our change
however it depends on what stage your order is in.When a change or cancellation occurs you will
need to contact us by calling 210 673 5965 and explain your situation.

To be able to assist all the
customers who ask that we create a cake for them we work on cake orders a day ahead
of time, for example, a Friday cake is made on Thursday so that it is ready for
Friday pick upno matter what the
Friday pickup time may be.So If you call on a Wednesday to change a Friday cake then there
is no problem making the change but if you call Thursday then we have to try
and locate your ticket in the production area.We will determine the amount of work which we have completed on the
order and then see what the change is to be.If we have to re-ice the cake because the decoration has already be placed on the cake then we will calculate how much it
will cost you to make the change. If you
agree to the charge to make the change then we would need to process a credit
card to cover the changes.Once cakes go
into the production area it can take hours to locate due to how many orders are
in the production area. Even if you just ordered the cake that same day, by the
time we catch up to the order your decoration can have already been
applied.

Do you make Adult Themed cakes
for Bachelor or Bachelorette Parties?

Yes we do make many types of adult
cakes.We do drawings as well as simple
shaped cakes. We also place photos on the cakes which customers supply.

Do you make Cupcakes?

Yes, we make a variety of flavors
and icing choices for cupcakes. We can write on cupcakes, but you gotta keep it short!We are happy to do most anything to your cupcakes. However, depending on
the level of difficulty and the amount of time that will be needed to decorate
each cupcake, additional charges will apply.

What is your Return Policy?

Approval of product is requested at
the time of pick up. We will make every reasonable effort to fix a cakeyou are not
satisfied with, while you are at our shop.Since we ask that all products be approved at pick up and due to the
nature of our products, we cannot accept returns or issue refunds. However, we
want all customers to be 100% satisfied with their Lucy's Cake Shop experience.
If for some reason you are dissatisfied, please contact the bakery immediately
after your purchase and we will do our best to address your concern.

Do your products contain nuts?

We cannot guarantee any of our
products being nut and nut-oil free. Many of our manufactures use equipment
which handles many different products along with milling our flour. We use
Soybean Oil, Flour, Wheat, Non-Fat Dry Powdered Milk and eggs in the production
of our products. If you or someone who would eat our product has a food
allergy, it is your decision whether to eat our product. We want everyone to be
safe, so if you have a concern, we suggest you purchase a different product
(even elsewhere) where you feel comfortable with the ingredients and the
facility.